Returns & Refunds

Last updated: 2026-05-07

Eligibility

You may return most items within 7 calendar days of delivery if they are unused, in original packaging, and accompanied by proof of purchase. Some categories — perishables, intimate apparel, digital goods, and customised products — are not eligible for return unless they arrive damaged.

How to start a return

1. Sign in and open the order from your Account > Orders.
2. Click Request return and pick a reason (defective, wrong item, no longer needed, etc.).
3. The Vendor or our team will respond within 2 business days with collection details.

Refunds

Once the returned item is received and inspected, we will issue a refund within 5 business days:

• M-Pesa: refunded to the same M-Pesa number used at checkout.
• Card: refunded to the original card via Stripe / Paystack (up to 7 days).
• Cash on delivery: refunded by M-Pesa to the phone number on the order.

Damaged or wrong items

If your order arrives damaged or doesn't match the description, contact support@safaricart.co.ke within 48 hours of delivery with photos. We'll arrange a free return and a replacement or refund.

Cancellations

You can cancel an order before it has shipped from your Account > Orders. Once shipped, the standard returns process applies.